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Up your service! : great ideas : tools, tips and proven techniques to lift your service higher

Author: Ron Kaufman
Publisher: Singapore : Ron Kaufman, ©2005.
Series: UP! Your Service Great Ideas.
Edition/Format:   eBook : Document : EnglishView all editions and formats
Database:WorldCat
Summary:
Tools, Tips and Proven Techniques to Lift Your Service Higher. Lift Your Service UP! Increase service value! Add more to your customers and your bottom line. (Chapter 2 unlocks the value.) Explore spectacular service! Discover what?s beyond the extra-mile. (Chapter 4 reveals the secrets.) Build your service culture! Attract great customers?and staff. (Study Chapter 6 to keep them.) Solve the crossword puzzles! Find  Read more...
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Genre/Form: Electronic books
Additional Physical Format: Print version:
Kaufman, Ron.
Up your service!
Singapore : Ron Kaufman, ©2005
(OCoLC)62135439
Material Type: Document, Internet resource
Document Type: Internet Resource, Computer File
All Authors / Contributors: Ron Kaufman
ISBN: 9789810740627 981074062X 9789810740467 9810740468
OCLC Number: 831676926
Description: 1 online resource (268 pages) : illustrations.
Contents: ""Title""; ""Copyright""; ""Foreword""; ""Contents""; ""Chapter 1: Stories of Spectacular Service""; ""Do what�s desired, not just required""; ""Fantastic service? No extra charge!""; ""Disneyland makes real magic""; ""Overcoming the nasty pirate""; ""Hold on to the power of your dreams""; ""Little things can mean a lot""; ""Give them the 1 percent""; ""Three steps to welcome""; ""Service is a two-way street""; ""How to be a better customer""; ""Puzzle this: How spectacular is your service?""; ""Chapter 2: Adding Service Value""; ""Connect to your customers through your customers"" ""How to stand out from the crowd""""Break the law, get good service""; ""In your best interest""; ""To be distinctive, be different""; ""Create convenience for the customer""; ""Make things easy for your customer""; ""Listen to the language""; ""Which way do I go?""; ""Can you read your name?""; ""This call requires someone else. Now what?""; ""Take the extra step, enjoy the extra business""; ""Why quality assurance is not enough""; ""Test yourself: How can you add more value?""; ""Chapter 3: Little Things Mean A Lot""; ""You are vulnerable at your lowest perception point"" ""The words you choose to use""""It takes one grump to spoil a brand!""; ""Should you crack the tough nuts?""; ""Business busters and loyalty losers""; ""When service goes wrong, bounce back!""; ""Take the quiz: What are the little things that mean a lot?""; ""Chapter 4: Going the Extra Mile""; ""How to avoid competing on price""; ""A well-informed customer is a better customer""; ""How to make your service better""; ""Tweak your customer or tweak your system?""; ""Is your survey worth my time?""; ""Are your frequent customers freeloaders, scoundrels or cheats?"" ""Put a CORC in your budget""""Customer discrimination? We do it all the time!""; ""Long forgotten? Stir old accounts back to life""; ""�Pain-in-the-neck� customers""; ""Don�t fire your customers! Try upgrading them first""; ""What do you think? Will you always go the extra mile?""; ""Chapter 5: People Make the Difference""; ""Empowerment makes dollars and sense""; ""�I want to speak to a supervisor!�""; ""�I want to speak to a supervisor!� � Part 2""; ""Responsibility + Sensitivity = Cooperative Authority""; ""Passionate for continuous learning"" ""Are you a real professional?""""New titles open new possibilities""; ""Dead wood: high value antiques or dangerous rot?""; ""Do the one BIG thing""; ""Take this test and see: How much difference do you make?""; ""Chapter 6: Build Your Service Culture""; ""Get new staff to �self-select�""; ""It pays to help new staff start right""; ""Make your staff suggestion system make sense""; ""Ban the �internal customer�""; ""Make the shift from �me� to �we�""; ""No more �Employee of the Month�!""; ""Harness the power of praise""; ""What gets rewarded gets done""
Series Title: UP! Your Service Great Ideas.
Other Titles: Tools, tips and proven techniques to lift your service higher
Responsibility: Ron Kaufman.

Abstract:

Tools, Tips and Proven Techniques to Lift Your Service Higher. Lift Your Service UP! Increase service value! Add more to your customers and your bottom line. (Chapter 2 unlocks the value.) Explore spectacular service! Discover what?s beyond the extra-mile. (Chapter 4 reveals the secrets.) Build your service culture! Attract great customers?and staff. (Study Chapter 6 to keep them.) Solve the crossword puzzles! Find loyalty, passion and profits. (Every chapter has the clues. Chapter 9 has all the answers.).

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